Medical Information Contact Center Supervisor (Licensed)

Inizio Engage • Yardley, PA

10d

About The Position

Inizio has a long-standing partnership with Amgen, a leading Biotechnology company, across Commercial, Patient Solutions and Medical Affairs businesses. Support the supervision of the call center staff to ensure prompt and accurate response to customer contacts via all communication channels This is your opportunity to join Inizio Engage and represent a top biotechnology company! What’s in it for you? Competitive compensation Excellent Benefits – accrued time off, medical, dental, vision, 401k, disability & life insurance, paid maternity and paternity leave benefits, employee discounts/promotions Employee discounts & exclusive promotions Recognition programs, contests, and company-wide awards Exceptional, collaborative culture Best Places to Work in BioPharma (2022, 2023, & 2024) Certified Great Place to Work (2022, 2023, 2025) What will you be doing? Provide intermediary service between Client Account Manager or designee and Call Center Communicators. Support Vice President, Director, Supervisor, and Client Account Manager or designee in all project business initiatives and objectives. Update training materials and conduct trainings as directed by Call Center Supervisor. Investigate inquiries and complaints and handle escalations for program. Inform Supervisor and Client Account Management Team of all system failures/slow-downs. Assist with call monitoring; provide timely feedback to Call Center Communicators. Be innovative, using creativity, imagination and information to develop ideas and suggestions for improvements. Assist the management team with the compilation of individual monthly program metrics Disseminate all project information/directives to team. Lead by example, adhering to corporate compliance and demonstrating the values of quality, integrity, innovation, accountability, collaboration, and leadership. Maintain excellent quality and productivity standards for all client projects; adhere to project scripts and guidelines. Accurately collect information required by individual programs and correctly document data in specific project databases. Complete and accurately document Adverse Events and Product Quality Complaints as per client and federal guidelines. Exhibit effective communication and tele-management skills. Converse with callers in an empathetic manner and facilitate the callers in their ability to understand medical terminology, as needed. Display flexibility within department to maximize utilization, including performing administrative and non-telecommunication duties as needed. Adhere to all company policies and Standard Operating Procedures. Possess effective organizational skills, including working on multiple projects simultaneously. Must safeguard patient privacy and confidentiality by following the guidelines set forth in the Privacy and Security Rules of the Health Insurance Portability and Accountability Act (HIPAA). About Inizio Engage Inizio Engage is a strategic, commercial, and creative engagement partner that specializes in healthcare. Our passionate, global workforce augments local expertise and diverse mix of skills with data, science, and technology to deliver bespoke engagement solutions that help clients reimagine how they engage with their patients, payers, people and providers to improve treatment outcomes. Our mission is to partner with our clients, improving lives by helping healthcare professionals and patients get the medicines, knowledge and support they need. We believe in our values: We empower everyone/We rise to the challenge/We work as one/We ask what if/We do the right thing, and we will ask you how your personal values align to them. To learn more about Inizio Engage, visit us at: https://inizio.health/ Inizio Engage is proud to be an equal opportunity employer. Individuals seeking employment at Inizio are considered without regards to age, ancestry, color, gender, gender identity or expression, genetic information, marital status, medical condition (including pregnancy, childbirth, or related medical conditions), mental or physical disability, national origin, protected family care or medical leave status, race, religion (including beliefs and practices or the absence thereof), sexual orientation, military or veteran status, or any other characteristic protected by federal, state, or local laws. Further, pursuant to applicable local ordinances, Inizio will consider for employment qualified applicants with arrest and conviction records. Inizio Engage is an equal opportunity employer M/F/V/D. We appreciate your interest in our company, however, only qualified candidates will be considered. Inizio Engage is a strategic, commercial and creative engagement partner that specializes in healthcare. Our passionate, global workforce augments local expertise and diverse mix of skills with data, science and technology to deliver bespoke engagement solutions that help clients reimagine how they engage with their patients, payers, people and providers to improve treatment outcomes. That’s why at Inizio Engage we’ve brought together a group of more than 7,000 experts, working in more than 20 countries. A passionate, diverse team with global reach and local knowledge. Together, we partner with our clients to challenge conventional thinking to empower people to make better health decisions and enhance treatment outcomes across the globe.

Requirements

• RN License Required
• Minimum of associate’s degree or equivalent work related experience; pursuing BA/BS preferred.
• 2+ years of successful experience training or supervising within a Call Center operation preferred.
• Ability to join frequent meetings and calls without disruption or disconnecting
• Excellent verbal, written and listening communication skills.
• Adept at all applicable computer software, i.e., Word, Excel, and Outlook.
• Strong aptitude to learn new computer programs and client specific applications as for assigned program.
• Outstanding customer service, communication, and interpersonal skills.
• Must possess the ability to train and motivate staff members.

Responsibilities

• Provide intermediary service between Client Account Manager or designee and Call Center Communicators.
• Support Vice President, Director, Supervisor, and Client Account Manager or designee in all project business initiatives and objectives.
• Update training materials and conduct trainings as directed by Call Center Supervisor.
• Investigate inquiries and complaints and handle escalations for program.
• Inform Supervisor and Client Account Management Team of all system failures/slow-downs.
• Assist with call monitoring; provide timely feedback to Call Center Communicators.
• Be innovative, using creativity, imagination and information to develop ideas and suggestions for improvements.
• Assist the management team with the compilation of individual monthly program metrics
• Disseminate all project information/directives to team.
• Lead by example, adhering to corporate compliance and demonstrating the values of quality, integrity, innovation, accountability, collaboration, and leadership.
• Maintain excellent quality and productivity standards for all client projects; adhere to project scripts and guidelines.
• Accurately collect information required by individual programs and correctly document data in specific project databases.
• Complete and accurately document Adverse Events and Product Quality Complaints as per client and federal guidelines.
• Exhibit effective communication and tele-management skills.
• Converse with callers in an empathetic manner and facilitate the callers in their ability to understand medical terminology, as needed.
• Display flexibility within department to maximize utilization, including performing administrative and non-telecommunication duties as needed.
• Adhere to all company policies and Standard Operating Procedures.
• Possess effective organizational skills, including working on multiple projects simultaneously.
• Must safeguard patient privacy and confidentiality by following the guidelines set forth in the Privacy and Security Rules of the Health Insurance Portability and Accountability Act (HIPAA).

Benefits

• Competitive compensation
• Excellent Benefits – accrued time off, medical, dental, vision, 401k, disability & life insurance, paid maternity and paternity leave benefits, employee discounts/promotions
• Employee discounts & exclusive promotions
• Recognition programs, contests, and company-wide awards
• Exceptional, collaborative culture
• Best Places to Work in BioPharma (2022, 2023, & 2024)
• Certified Great Place to Work (2022, 2023, 2025)

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree